Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@lana-rose.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@lana-rose.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@lana-rose.com.au.

We understand that buying on-line can be difficult and sometimes expectations are not met.
We are committed to 100% customer satisfaction.
PLEASE READ THIS WHOLE PAGE.

For returns/refunds or exchanges an Authorization Code is required if there is no Authorization Code the parcel will not be accepted.

To receive your Authorization Code please, call us on phone number 0438003512 or email us at lana-rose@bigpond.com

The Authorization Code is to be written in the address field.
Example:
#123456
Lana-Rose Fashion
PO Box 655, Buninyong. Victoria. Australia 3357

The customer is responsible for all postage costs.

Please ensure you read the item description; check any measurements & any notes we have made about the fit of a garment before placing an order.
The original postage costs will not be refunded & the FULL amount of return postage costs will be at the buyer’s expense (this amount may be higher than the rate postage cost originally charged). If a refund is required, a 10% restocking fee will also be deducted from the refund amount.
For non-collection of deliveries that we receive back instore, all costs incurred by Lana-Rose Fashion will be deducted from the original purchase price.
Refunds and exchanges are subject to the item(s) being returned to us in original condition with tags within 30 days of purchase date.
ON SALE/FINAL SALE/CLEARANCE ITEM/BFCM/DISCOUNT CODES

For On Sale/Final Sale/Clearance Items/Loyalty Discounts, Black Friday Cyber Monday Sale (BFCM) or Discount Codes - Only a Store Credit/Gift Card will be given. No Refund.

A Store Credit/Gift Card will be issued once we received the purchase back instore, delivery costs are at the expense of the purchaser, restocking fee (unless there is damage or clothes require cleaning) does not apply to Store Credits/Gift Cards.

Some "On Sale" items may have slight flaws/damage (but not necessarily) this has been accounted for in the pricing. For major damage the item will have a notation in the description line & Item description. All items are New.

CHANGE OF MIND

We do not offer exchanges or issue refunds for change of mind.

DAMAGED/DEFECTIVE ITEMS

Please inspect your order once it has been delivered & notify us within 7 days if an item has arrived damaged or defective. If we are liable for the fault, we will organize a replacement/refund as quickly as possible. All refunds will be in full, including any shipping costs incurred. The damaged item may need to be returned (at our expense) before a replacement/refund is issued. Please do not send products back to the manufacturer.

INCORRECT DETAILS/NON-COLLECTION

If an order is returned to us due to the incorrect postal address being entered, or for any other fault made by the purchaser, re-delivery fees will need to be paid before we re-send the order. The original postage costs will not be refunded & the FULL amount of return postage costs will be at the buyer’s expense (this amount may be higher than the flat rate postage cost originally charged). If a refund is required, a 10% restocking fee will also be deducted from any refund amount should it qualify.

In circumstances where the purchaser has entered the incorrect postal address and the parcel is not returned to us, a refund or replacement will not be issued.

FREE SHIPPING

Qualification of Free Shipping is in one transaction Only.

No Refund if you contact us to combine.

CREDIT CARD/CREDIT SUPPLIER REFUNDS

Refunds to a credit/debit cards & or Credit Suppliers can take up to 5 to 10 business days to return to your account. This is dependent on your financial institutions processing times.

RESTOCKING FEE*

As of the 2nd of September 2021, we will now charge regardless of garment/item condition, a minimum "Restocking Fee" of 10% of the retail value per item. This is now due stock having left the store and not knowing the conditions that the items are tried on in, we must steam the garments in case of COVID-19 transmission. It is also charged because some customers are not being vigilant in the measuring and use of the size charts, change of mind, not liking the item, items being returned with animal hair on them (therefore cleaning charges are incurred) and items being returned not in the same condition as shipped.

Should the cost of having items being dry cleaned &/or restored be more than the minimum 10% of the retail value of the items restocking fee we will forward to you a copy of the dry-cleaning receipt.

We are very generous with our returns policy however due to the increasing postage costs (when the parcel is sent as Free Delivery) & also the restoring of items we have had to implement this new policy.

*Waiving of this fee is at the discretion of the management of Lana-Rose Fashion.